Partner Support Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Partner Support Specialist based in Switzerland.

As a Partner Support Specialist, you will play a key role in delivering an exceptional experience for a growing ecosystem of business partners while helping scale support operations through automation, process improvement, and knowledge management. This position combines hands-on issue resolution with operational optimization, making it ideal for someone who enjoys both problem-solving and systems thinking. Working within a fast-paced, technology-driven environment, you will collaborate with cross-functional teams to address partner inquiries, improve self-service resources, and identify opportunities to streamline support processes. Your insights will directly contribute to enhancing partner satisfaction, operational efficiency, and the effectiveness of AI-enabled support solutions. This is an exciting opportunity to make a measurable impact while working remotely in a highly collaborative and innovative setting.

• Manage and resolve escalated partner inquiries related to onboarding, portal access, partner status, incentive programs, and operational processes while maintaining high service standards.
• Own and prioritize the partner support queue, ensuring timely issue resolution and appropriate routing of complex cases to internal stakeholders.
• Collaborate with Partner Success, Account Management, Legal, Deal Desk, Marketing, and other teams to coordinate resolutions and deliver seamless partner experiences.
• Analyze support requests to identify recurring issues, root causes, and trends that can be addressed through automation, self-service resources, or process improvements.
• Contribute to the continuous enhancement of operational workflows, support models, and partner-facing experiences.
• Maintain and expand knowledge management resources, including FAQs, help center content, internal documentation, and self-service support materials.
• Monitor data quality, access permissions, partner records, and system-related issues, proactively identifying potential risks or inconsistencies.
• Support communication initiatives related to widespread partner issues, updates, or process changes.
• Ensure all partner interactions are handled professionally, consistently, and in alignment with established policies and service standards.
• Partner with operational stakeholders to strengthen feedback loops and drive continuous improvement initiatives across support functions.

Requirements

• 2–4 years of experience in B2B support, partner operations, customer operations, program operations, or a similar operational support role.
• Experience managing support queues while consistently meeting service-level expectations and quality standards.
• Excellent written communication skills with the ability to provide clear, concise, and professional responses.
• Strong analytical thinking and pattern-recognition abilities, with a proactive approach to identifying recurring issues and improvement opportunities.
• Ability to work effectively in fast-paced environments with evolving priorities and occasional ambiguity.
• Strong organizational skills and attention to detail when managing multiple cases and workflows simultaneously.
• Professional and empathetic approach to handling sensitive or escalated partner interactions.
• Interest in process optimization, operational excellence, and AI-enabled support solutions.
• Ability to collaborate effectively with cross-functional teams and stakeholders.
• Comfortable documenting processes, maintaining knowledge bases, and contributing to self-service resources.
• Strong problem-solving skills and a commitment to delivering a high-quality partner experience.

Preferred Qualifications:

• Experience with support and customer service platforms such as Salesforce Service Cloud, Zendesk, Intercom, or similar tools.
• Familiarity with partner ecosystems, channel programs, resellers, systems integrators, or technology partnerships.
• Experience creating or maintaining knowledge bases, help centers, FAQs, or support documentation.
• Additional language skills to support regional partner communities.
• Exposure to AI-driven support tools, automation platforms, or workflow optimization initiatives.

Benefits

• Competitive hourly compensation package.
• Fully remote work environment.
• Opportunity to work with innovative AI-driven technologies and partner ecosystems.
• Comprehensive medical, dental, and vision insurance coverage.
• Supplemental insurance options, including accident, critical illness, and hospital coverage.
• 401(k) retirement savings plan.
• Life and disability insurance programs.
• Employee assistance program (EAP).
• Legal assistance benefits.
• Auto and home insurance discount programs.
• Pet insurance options.
• Employee discount programs through preferred vendors.
• Collaborative and supportive work environment with opportunities for professional growth.